Shopify Inbox

Sept. 1, 2023

The app really seems great and was an exciting prospect for our store, but unfortunately there's currently a killer flaw: the inability to turn off pre chat form. Requesting a visitor's name and email before talking with them first will greatly reduce the number of people that contact us. People are wary to share their information and it's an unnecessary first step. Hopefully Shopify developers will make it possible to turn off this feature soon.

July 6, 2023

Great potential BUT so many flaws that I'm looking for an alternative now.... 1-Like all other reviews, I don't like that profiles are being created when someone enters their email address - I doubt this is even legal (following current privacy/GDPR regulations) 2-The fact that customer have to screenshot an image so I can see what product they're talking about is not practical. The app should be able to automatically "capture" whatever product-page they're contacting me from (other apps do this). 3-I should be able to reply to these people via text (instead of -or as well as - email). I've lost sales because of this. A customer may not see a reply if it's sent to their email inbox, even if I reply within minutes. That email may even end up in their spam folder and I don't have the time to be chasing POTENTIAL-customers individually. Good things: the design is beautiful. Installing the application super easy. The FAQs feature is beautifully designed and so easy to use/customise (the faq-suggestions given are amazing).

June 22, 2023

Honestly, its a great app. I've tested a few and this one seems the best in terms of functionality, reliability, easy of use, mobile access.... We uninstalled after the meaningly update to button design and PLACEMENT. The new design options are childish and since we cannot adjust distance from corners, we have had to set up other buttons based off where this button lands.. The update not only changed the design but also the placement, now all out buttons are out of wack. Its too much work to go in, every time the developer decided to change thing up, and adjust the other buttons. Also in response to the review where "The app creates customer profiles on its own, so when the customer goes to create an account, it says "this email is already in use".". The developer response is spot on! The customer can click "forgot password", on the login page, to initiate the process of resetting or creating a password

April 11, 2023

Hi, I find the Inbox App generally pretty good. The main issue I get is that as I access the Inbox from various devices sometimes the sync between them all doesn't seem to be consistent. Also I find that messages remain unread and flagged as such on the App icon, even after they have been read. This seems to relate to the sync issue. Besides that it is a handy business tool and I would recommend people to try it.

March 25, 2023

Good free chat. The only problem is that it doesn't support multilanguage translation. We have to choose a main language to display for all customers. Bad for international ecommerce.

March 29, 2023

Below average rating. This app do not support customer chat without insert their first name last name and email. There is no option to turn off. which is not convenient for them when their just want instant message. First Reply can not insert link. That means when off hour, customer may not contact us through whatsapp. But its official i believe it works faster than competitor apps. So much spam from Egypt and Nigera. I choose to render whatsapp as Customer Service.

Aug. 29, 2024

Thank you very much for this work, but a lot of things are missing: 1. Search in messages (you may suggest connecting an external database or google sheet) 2. It is extremely important to link the conversation to a specific order. Otherwise, the conversation is lost and will no longer be found 3. Often messages are not sent the first time and you need to resend them again and again

Dec. 23, 2022

Nice, simple chat app, but lacks crucial features. It's extremely lacking in being able to receive emails, which is what we thought an "inbox" would automatically include, like a native email inbox similar to Pipedrive. The web app UI fonts are a bit large to read. Also, would be nice to have a settings toggle to turn off collecting people's name and email as a requirement to initiate the chat. That should be optional in our new privacy era we live in.

Dec. 5, 2022

Wir benutzen die App und sind größtenteils zufrieden damit. Gerne hätten wir noch weitere Anpassungsmöglichkeiten, dann würden wir mehr Sterne vergeben. Zum Beispiel würden wir gerne das "Chatte mit uns" vom Wording her ändern

Sept. 4, 2022

The website inbox function works fine but the integration with FB and IG has been taking me months to sort out the problem, and it's still not solved! Shopify Help Desk hasn't been able to solve it by far. Any one has issue with integration before and may I know how to tackle it? Thanks.

Aug. 29, 2022

Good app but loads and alerts me of messages very slowly. Many times customers have left before I am able to reply to them. Is there a way to speed it up?

Aug. 24, 2022

Needs to be able to send and receive sms and mms messages to compete with other ecommerce platforms.

Aug. 18, 2022

Shopify inbox is great with seamless integration with Facebook Messenger and Instagram Direct Message, however, customers are not able to send images from the website live chat, which is something essential for customers to be able to send images. Extra options and flexibility shall come to Instant answers, like Check Orders, Edit Orders, Edit Shipping Address. Track my order also needs some flexibility to be able to change the link from Thank You page to Order Tracking page, which it is the information customers usually looking for. We hope to have Inbox with some great updates very soon. Abdelaal

Aug. 12, 2022

no puedo entrar desde mi celular, tengo que entrar al mail de mi mac, el aviso decía que era gratuito, y al quererlo hacer desde mi movil , me dice que inici la prueba de 14 días gratis, me ayudan en aclarar esto?

Aug. 1, 2022

Customer states: Your web chat window (at least on my system) can't be resized or relocated and it blocks much of the page... I will need to close it in order to see if I can now add that product to my cart.

July 29, 2022

We are not able to get ringing notification on phone when a custer is jumping on the chat to solve the concerns.

July 22, 2022

The app is good and functions - but the customization is severely lacking. Our shop is all digital goods so we don't have tracking numbers or order tracking, however there is no option to remove "Track My Order" instant answer. You also can't customize simple text fields that should be customizable. Fix those, and the app will be great.

July 21, 2022

As a free App it is definitely a handy chat feature. I would like more customisable features. E.G When you're using a mobile device and browsing on the website the "Chat with us" Box is way too big and crowds the screen. Also you need the option to close the box as it gets annoying / in the way, in particular on the mobile. I have spoken to Shopify and they said they're working on these upgrades. If Shopify can apply some edits and changes then my rating would improve.

Aug. 2, 2022

Shopify Inbox is finally getting enough functionality to begin being useful for many merchants. Here's how to get to five stars, Shopify: -Customers need to be able to attach images in chat -Team members should be able to have internal discussions about a chat that the customer can't see. Our current workaround is to communicate outside of Inbox to discuss issues in Inbox -Add the ability to turn off 'add to cart' and 'buy now' when inserting Products in chat. We want people to see our subscription options and 'add to cart' and 'buy now' allows the customer to bypass the product view and miss those options -I dream of Shopify offering a customer Knowledge Base feature for merchants with a nice standardized theme. In addition to having this knowledge base available from store menus, customers can search this knowledge base within the chat client, saving support agents a lot of time. Intercom does this really well -Chat conversations can be synced to CRM software like Hubspot -Customers can see the agent's name (or handle) in chats as opposed to the chat always being from "Company Name" -Agents can upload a profile photo -Collision avoidance so multiple agents don't accidentally respond to the same chat at the same time. This could be as simple as allowing agents to see when other agents are typing on a chat -Agents can set their availability to away which will pause audible notifications -Browser notifications should not show each message from a customer and another agent to all agents. With multiple ongoing conversations, this gets very loud and when an agent is helping a customer, the other agents do not need to see every message sent in those chats -Just because someone enters their email address on Chat, it doesn't make them a Customer. We define a customer as someone who has made a purchase, so it would be nice to have a separate bucket for these contacts instead of adding them all to the customers list in Shopify. Alternatively, if Customers in Shopify were renamed Contacts, this may make more sense

July 12, 2022

I am getting used to it. It takes a little time to fully understand the potential. The app is good. The instructions and video could be much better.